Description:
To welcome visitors to the cinema in an individual and informed way whilst always delivering the highest standard of customer service. You will support the cinema team to promote the benefits of membership and continuously drive sales, whilst ensuring a smooth running of the cinema in line with policies and procedures. You will be fully trained to perform different duties at various times across the cinema to the standard required by Picturehouse.
Your duties will include but are not limited to:
- Promotion and sale of tickets, retail, alcohol, food, and, Memberships
- Ushering and piracy prevention
- Compliance with Health and Safety regulations
- Compliance with Food Safety Standards
- Preparing and serving café food
MAIN DUTIES
Customer Service
- Deliver excellent customer service in line with the Picturehouse standards through individuality; engaging guests throughout their journey to maximise enjoyment and encourage repeat visits.
- To ensure dwell areas are maintained and inviting to customers
- Follow the correct ticket verification procedure. Guide customers to their seats where necessary; and ensure every person who enters the auditorium has a valid ticket
- Respond to verbal customer complaints/queries immediately, where appropriate using your own skill and knowledge to resolve or direct them to an appropriate person who can assist
- Be knowledgeable about the individual cinema’s services and facilities including accessibility, toilets, and proposition
- Ensure all communication via radios is appropriate, clear, and concise
- Be able to provide information on performance start and finish times, film synopsis, and film classification. Be aware of the policy towards film piracy within the cinema and take appropriate action when necessary
- Be aware of film classifications and identification requirements
- Ensure all lost property is correctly delivered to the appropriate area and logged in line with the policy
- Monitor screens for picture & sound quality, temperature, and customer disturbance
Product Knowledge and sales
- Be knowledgeable of current promotions and raise customer awareness
- Ensure sales accuracy by processing transactions, memberships, and discounts correctly and in line with the policy
- Promote the benefits of Membership during every transition
- Using suggestive selling to offer better value and enhance the customer experience
- Monitor stock levels and stock rotation and ensure departments are well presented
- Ensure all wastage is correctly recorded by following the wastage procedure
- Maintaining the highest standards of food hygiene and food presentation in line with policy
- Ensure that café offerings are prepared and served to the highest standards